Monday, February 24, 2020


4:30PM - 6:00PM


Lowel Level Plaza Foyer (1/F)


5:00PM - 5:30PM


Plaza Ballroom C


The presentation of the Awards will begin at 5:00PM and will be complete by 5:30PM. We encourage you to arrive no later than 4:45PM, to take your seats in the Plaza Ballroom C for our special presentation. We invite you to join us while we celebrate these winners as they walk down the red carpet!


Starts from 5:30PM

Plaza Ballroom AB


The welcome reception, which will be fully carbon offset, will be filled with fabulous energy, signature cocktails, amazing food and tons of networking excitement.

Sponsored by

Tuesday, February 25, 2020


7:00AM – 5:00PM


Lowel Level Plaza Foyer (1/F)

7:00AM - 8:00AM

Plaza Foyer


Sponsored by

8:00 AM – 8:10 AM


Plaza Ballroom AB

8:10 AM – 8:50 AM


Plaza Ballroom AB

8:50 AM – 9:30 AM


Plaza Ballroom AB


Millennials, The New Market Makers:  What the Canadian Lodging Industry Needs to Know About the Next Generation of Guests


This insightful presentation, will deliver ten things you probably don't know about the travel habits and preferences of the largest demographic market segment of our time, Millennial travelers. The session will both surprise you and help you develop more effective strategies to attract this vibrant market.

Sponsored by

9:30 AM – 10:00 AM


Plaza Foyer


10:00 AM – 10:40 AM


Plaza Ballroom AB


From Home-Sharing to World Domination: How Governments are Reigning in Short-Term Rentals and What The Future Holds for Hotel Companies


What started as true “home-sharing” has morphed into an explosion of commercial-scale short-term rentals in every city and community across Canada. The commercial businesses hiding behind online rental platforms, like Airbnb, are a direct competitor to hotels, yet none of the same laws, regulations and taxes apply to them. This phenomenon is impacting communities, housing markets, crime rates, and congestion.


Through the important work of the Hotel Association of Canada and its provincial and city hotel association partners, we now have the attention of governments at all levels. Laws and regulations are being modernized clear across the country as cities grapple with the impacts on communities, workers, and hotel businesses. The good news is that every government regulation developed to date has consistently sided with the hotel industry as our calls for fair rules are embraced. But this movement is long from over.


In this session we will explore which big cities are likely to see a crack down in 2020, what the federal government plans to do about taxation, what wins have been achieved to date, how the industry will continue to fight a multi-front battle and importantly, what the landscape looks like for hotels in the future.


Get informed on all the developments and the potential impacts on your hotel today, and beyond.


Moderator - Brian Leon

10:40 AM – 11:10 AM


Plaza Ballroom AB


Coronavirus and its Possible Impact on Tourism


The coronavirus is already having a profound impact on the global economy and on global travel. Destinations reliant on the Chinese source market around the world, and in particular the Middle East and South East Asia are reporting mass hotel cancellations during their peak seasons.  As Canada enters into prime marketing season for the Spring through Fall travel season, the impact on Canada will depend on how Canada's tourism industry responds and adapts.


Join these expert panelists who will share what we learned from SARS and identify what Canada can do to mitigate its risks from the coronavirus.


Moderator - Greg Klassen

11:10 AM - 11:20 AM




11:20 AM - 12:05 PM



A1 - Communication: The Make or Break of Hotel Operations

Toronto Room


Join this breakout session on the core challenges facing hoteliers today: communication. The secret to guest satisfaction starts with your employees, and good communication can be the difference between a productive, happy team and a team with high-turnover and low job satisfaction.  We’ll cover how operations-focused communication strategies help hotels to thrive and keep employee satisfaction high despite current low unemployment rates and related retention hurdles with a special emphasis on why adopting communication technology can be the secret to success. 


Sponsored by


A2 - Sound Masking: Reduce Noise Complaints & Improve Wellness

Ottawa Room


When attempting to solve noise problems, the go-to strategy for many properties has typically been to make structural changes to walls, windows and doors. However, these methods are frequently unsuccessful—not to mention highly disruptive and expensive. 


Learn about a new approach to addressing noise in hotels—one that draws on over 40 years’ experience in the commercial sound masking industry. Data collected from a wide variety of properties shows this technology can reduce noise complaints by up to 80%. That’s why hoteliers worldwide are saying sound masking is a ‘no-brainer’ and guests have posted hundreds of online reviews specifically calling it out as one of the favourite aspects of their stay.            

Sponsored by

A3 - Human Trafficking and Best Practices in Accommodation Management

Montreal Room


The increasing importance of risk management and guest security in today's world has become an emphasis in day to day industry operations. At any time in the world today there are over 40 million people impacted by sex and labour trafficking. Canada needs to continue to take a leadership role in further combating such risks. Cultivating action through gaining a greater understanding of some of the myths surrounding trafficking and by building general awareness continue to drive industry standards. Harvard has placed a cost associated with the liabilities in identifying such risks in multi-faceted hospitality settings. Learn how MPAHT and other global organizations are formulating strategies and techniques to manage and minimize these risks at all levels of an organization. Join us for a collaborative session on sharing and comparing strategies for best practices in accommodation management.


Moderator - Joanne Gellatly

A4 - How Technology is Changing the Way Hotels Operate

Plaza Ballroom C


We live in a world with new technology emerging every day. But how does this technology impact the way hotels operate? From revenue management and automating back office processes, to augmented reality and identifying fraudulent reservations, our panelists will discuss a few of the latest offerings out there and the solutions they provide to some of hoteliers’ biggest challenges.


Moderator - Matt Curry


A5 - Finding and Keeping Workers: The Solution at our Fingertips

Plaza Ballroom AB


Hotels are facing a labour crisis and the problem is expected to get worse. New data is providing insights into the practices that will help hotels attract new workers and keep staff longer. Hear from our recruitment experts on best practices, key barriers, and practical fixes you can start using right away.  


Learn about new program opportunities to take advantage of and find out who is having hiring success and why.      


Moderator - Ian Milford


12:05 PM - 1:15 PM


Plaza Foyer



Sponsored by

Best Western

1:15 PM - 2:00 PM


Plaza Ballroom AB


Creating the Future, Together

Today, we are undergoing a paradigm shift. The world is becoming more dynamic, intertwined and unpredictable. Organizations must develop an ecosystem approach to innovation, leveraging talent both inside and outside of the company, to navigate the future.


Shawn Kanungo provides a bold, unique and contrarian view of the near term-future. He outlines some of the disruptive forces (AI, Digital Business Models, etc.) that are impacting every industry. He then explores how organizations can become more adaptable, experimental and collaborative.


Weaving together storytelling, humor, inspiration and actionable takeaways, audiences will walk away with a roadmap on how organizations can create a brighter future, together.


2:00 PM - 2:10 PM




2:10 PM - 2:55 PM



B1 - How to Improve and Facilitate Your Operations by Mixing Technology and Human Activities

Toronto Room


Deliver meals to rooms & support housekeeping, using a robot; 24/7? New technologies grow every day.  Robots, artificial intelligence (AI), and computerized algorithms, are becoming the new normal as integral parts of the solutions to the labour shortage, and more specifically for repetitive tasks which don’t add value to a hotel’s operations.


How to improve and facilitate your operations by mixing technology and human activities? Sir Steward, a Canadian based company, has a specific mission to improve operations efficiency and customer experience in the hotel industry, while maximizing staff’s full potential. This session will open your mind regarding the importance of technology and its impact on profitability, while solving human resources challenges!

B2 - Sustainability as a Beneficial Necessity in 2020 – Realize Your Hotels Potential

Plaza Ballroom C


Our communities, guests, and clients have made their voices heard: the future of our planet matters, and so too do our actions to protect it. Sustainability is a beneficial necessity in 2020.


Hear from a panel of industry experts on how implementing sustainable practices in your hotel can benefit more than just the environment. Learn how embracing climate action can attract more guests and improve bottom line. Take away practical actions to shift your hotels sustainable efforts, and your revenue goals, into high gear.


Moderator - Gary Graham

Sponsored by

B3 - End of the Upcycle - Where do We Go from Here?    

Plaza Ballroom AB


STR’s Emile Gourieux will examine hotel performance trends from 2019 and provide an outlook for 2020.  Which markets are still seeing growth?  Will group travel provide a performance boost?  How will increasing labor costs affect hotel profits?  Let’s dive into the data and see what answers we can find.         


B4 - How Hotel Chains Use Technology to Elevate the Guest Experience & Engage Their Front-Line Staff

Montreal Room


To elevate the guest experience, hoteliers must inspire the people who bring their brand to life every day - their frontline staff. But, engaging dispersed frontline teams is an extremely difficult challenge. And inspiring them to deliver remarkable experiences, for increasingly demanding guests, seems almost impossible. In this breakout session, learn how Choice Hotels is rethinking staff engagement as a critical driver of business objectives and empowering their franchises to exceed the expectations of today's guests.


Sponsored by

Nudge Rewards

2:55 PM - 3:30 PM


Plaza Foyer



3:30 PM - 4:00 PM


Plaza Ballroom AB


Moderator - Gunjan Kahlon

4:00 PM - 4:45 PM


Plaza Ballroom AB


THINK. DO. SAY. A Guide for Personal and Corporate Success in a Busy, Busy World


Times Square isn’t just one of the most vibrant parts of the world, it’s almost one of the most distracting. With massive messages, blinking lights, animated creatures, and scrolling text along with the authentic NY honks and music and protests and characters performing at street level, people don’t know where to look.


Well, Times Square isn’t just in Times Square, it’s also in your pocket. And it’s in your car. And it’s in your home. And it’s in your office. The corporate world isn’t just battling for attention with its customers, it’s battling for attention with itself. Every day delivers a priority. There’s always a new platform, a new technique, a new tool, and a new approach to chase.

Stop chasing. Start succeeding.


Organizational and personal performance doesn’t need to be complicated. It just needs to be focused.


In today’s busy, busy world, for brands, organizations, and leaders to succeed it’s about:

  • What you think.
  • What you do.
  • What you say.

Thinking is your beliefs and values. It’s not your product, it’s your purpose.

Doing is the decisions you make and actions you take to live your values.

Saying is how you communicate your values and actions: the internal or external selling, marketing, and promotion.


When an organization and all its people think, do, and say the same things, it creates complete alignment. But when an organization and its people DON’T think or do or say the same things, the result is an integrity gap. That’s not good for careers. And it’s certainly not good for business.


This entertaining and enlightening keynote will not only inspire your people to change their thoughts and actions to align with the organization. It’ll also give them the tools to do it.


4:45 PM – 5:00 PM


Plaza Ballroom AB


5:30 PM – 7:00 PM


Orchid Restaurant

All delegates are welcome, however, space is limited so we ask that delegates who wish to attend please confirm their attendance.

Sponsored by